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Siebel Smart Answer Administration Guide > Configuration and Implementation of Siebel Smart Answer > Setting Up Smart Answer for International DeploymentWhen setting up Smart Answer in a multilingual environment, the first thing you should do is determine whether to create a multilingual KB or a monolingual KB. A multilingual KB has all languages defined in one KB separated at a top-level node by language. A monolingual KB only supports one language. A multilingual KB gives your agents access to all categories for all languages; however, Smart Answer will only auto suggest or auto respond with categories in the identified language of the incoming email. A monolingual KB will only support one language, so if your deployment requires multiple languages, you will need to create one KB for each language. Note that Smart Answer only supports one KB per Smart Answer Manager server component per Siebel Server, so if you want to deploy multiple monolingual KBs, you would need to put them on multiple Smart Answer Manager Server Components, which would reside on multiple Siebel Servers. NOTE: Before you begin, make sure you have read the section on hierarchical KBs in the Banter Workbench User's Guide located in Siebel eBusiness Third-Party Bookshelf. The overview that follows will discuss creating a multilingual KB file as well as creating a monolingual KB file. The steps for both are described in greater detail in the Banter Workbench User's Guide.
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Siebel Smart Answer Administration Guide |